Implementing a Site Infrastructure Support Knowledge Exchange using Microsoft OneNote
Managerial Applications of Information Technology – MIS535
Keller Graduate School of Management
April 12, 2015

Abstract With every new acquisition and simple personnel attrition, there is always a problem of supporting newly acquired facilities and maintain existing ones by the Site Infrastructure Support or SIS personnel. Outline below is high level proposal to implement a Microsoft OneNote server that will confront this issue head on.
Business Problem Statement
SIS personnel are generally based at one facility and are geographically spread-out throughout many countries. The challenge is ensuring all SIS personnel can adequately support their facility as well as other SIS personnel facilities, in their respective zones, if the need ever arises. A zone is a section of facilities encompassing a geographic location, such as the Carolinas which covers the 23 facilities in North and South Carolina. What makes this difficult is each facility is spread-out from one another and all have dissimilar applications, hardware, telephony, and infrastructure designs. With business expanding, synergy between the sites is becoming more and more critical.
Name of the company or organization
The first phase of this initiative would include 6 ABC facilities in Roxboro, Raleigh, and Middlesex. If this project phase is successful, it will be expanded to all of the Carolina Zone and if adoption and results continue to prove favorable, eventually to the entire US SIS organization.
Brief description of proposed solution
Six facilities will participate in this first phase of the rollout to act as a proof of concept. There are 6 SIS personnel located in Central North Carolina who routinely support each other by physically swapping each site to keep their knowledge fresh. This current form of cross training works well, however a lot of time and money is lost due to travel, and can result in a lot longer working hours for the SIS personnel. I would like to implement Microsoft OneNote as a collaborative knowledge base. This environment would be stored on an internal server only accessible to SIS personnel with strict guidelines on formatting material and keeping with established taxonomy procedures.
Summary of General Benefits * Reduction in ticket time resolution * Transfer of knowledge among SIS personnel * Promotes teamwork and collaboration * Broadens support for SIS personnel in covering vacations, or leave of absents * Reduces paper costs of printing and storing Working Practice Documents (WPD) * Reduces time to create and maintain WPD's * Changes in procedure are done in "real-time"
Audience to whom you are presenting the recommendation(s)